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Koji: Chatbot in Slack or Microsoft Teams for conversational ticketing in Jira Service Management

Bertrand Lafforgue August 27, 2021

Hello Everyone,

We have discussed with customers the future of Work. 

The future of work for IT Support is made of Flexibility, Digital channel, Hybrid Intelligence & Automation.

Employees will no longer work 9/5, millennials will not use the phone but rather engage with IT Service Desk via Slack or Microsoft Teams.

In fact, slow IT support limits the productivity of your workforce. An employee submits, on average, 1.1 IT tickets per month, with a typical wait time of five hours before an agent sees the ticket, and three days before it’s resolved. More than 30% of these tickets could be resolved entirely by AI.

In the new normal, Virtual agents will tackle simple tasks while agents resolve complex problems. Chatbots streamline interactions between employees and internal support organizations. It can solve your users’ most common requests and tasks, enabling them to get immediate help, day or night.

Making your chatbot available on familiar channels such as Microsoft® Teams or Slack® offers users a convenient, accessible way to get work done.

Konverso is happy to announce that KOJI supports now Microsoft TEAMS and Slack beyond the Jira Service Management Portal.

KOJI supports Natural Language Understanding. There is no need to just type keywords. It has also Natural Language Generation to respond to the user and leverage as part of the responses the answers contained in the FAQ.

KOJI is ready to answer employees’ questions in seconds. You can now put your IT helpdesk on autopilot. KOJI will deflect frequently asked IT questions. 

You can deploy KOJI in conversation or as an application in Microsoft Teams or Slack. Our solution supports both models. 

In case KOJI does not have the answer, or the user is not satisfied with the answer, KOJI can propose two alternatives. 

The first option is to route the user to the next available agent on Microsoft Teams or Slack. In this case, KOJI will transfer to the agent the context of the conversation. The user will not have to repeat information about the incident. 

The second option is to create a ticket — if no agent is available or the user does not have the time to chat with an agent. KOJI can propose to open a ticket in JIRA SERVICE MANAGEMENT. In this case, an agent will access the ticket in the ITSM solution and will deliver the solution later.


We look forward to your feedback

The Konverso Team





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